정보시스템 아웃소싱 서비스에 대한 만족도 연구 - 시스템 운영관리 서비스를 중심으로

• Published in: (사)디지털산업정보학회 논문지, 7(2) Vol. 7; no. 2; pp. 173 - 183
• Main Authors: 임경철, 염세훈, Lim, Gyoung Chul, Yeom, Sae Hun
• Format: Journal Article
• Language: Korean
• Published: (사)디지털산업정보학회 01.06.2011
• Subjects: 컴퓨터학; System operation management; IT outsourcing; Service quality
• ISSN: 1738-6667; 2713-9018

The business is faced with the situation must improve a power in an increasingly competitive environment due to the recent rapid advance in information technology and the opening and expansion of global market, fast technological change, and various customer demand. The rapid change in information technology is having an effect on not only all the processes to develop products, but information contents that is provided for the purpose of customer value, and the appearance of products. In other words, the information technology is being recognized as a very important factor among other factors for companies to enhance their competitiveness. In addition, it is more efficient to focus on key factor to maintain the competitive advantage on the using of information technology by outsourcing information systems, rather than by operating the systems under their own. Since the global financial crisis, the long-term recession has been increasing companies who is ready to adopt outsourcing or adopted already. This study is to understand the environment and unique characteristics of outsourcing services and related industries focusing on information system operation and management in information outsourcing services, and is to set the concept needed through my theory that is connected to the service quality and customer satisfaction. A lot of business wiew the improvement of service quality and ensuring customer satisfaction as the major factors of business growth, and lots of ongoing studies have focused on service management in the Information outsourcing service industry. Yet few studies have ever concentrated on the quality of information system operation management service. This study, moreover, is to define the quality of service related with customer satisfaction from customer's viewpoint, measuring effects on customer satisfaction. The quality of outsourcing service on information system in this study is a great help to companies who are offering information outsourcing service, and company's managers and staffs who outsourcedto specialized company.